The effect of quality of service, promotion and prices on customer satisfaction of Semen Baturaja
Keywords:
customer satisfaction, price, promotion, service qualityAbstract
This study means to decide the impact of administration quality, advancement, and cost on consumer loyalty of Semen Baturaja. The populace in this study were all building material shops in the Palembang region, with upwards of 535 structure shops in 2022. The example utilized in this study was 100 respondents who were customers of building shops in the Palembang region who bought Semen Baturaja in 2022 utilizing a straightforward irregular examining method. The numerous straight relapse investigation results show that help quality, advancement, and cost decidedly and fundamentally influence consumer loyalty at Semen Baturaja. Quality of service, apart from direct telephone calls and WhatsApps and Tokopedia, it is better if PT Semen Baturaja (Persero), Tbk also provides ordering services through more diverse e-commerce services. Promotion, PT Semen Baturaja (Persero), Tbk should not only give gifts to consumers who buy cement in large quantities but also give gifts to consumers who make small quantities even though the gifts given are not too expensive, such as gifts of tools. Construction support (plastic buckets, cement spoons, etc.).
Downloads
References
Ananditya, AD, & Hidayat, W. (2017). The Effect of Tourism Product Quality, Service Quality, and Promotion on Visitor Satisfaction of the Kreo Cave Tourism Object in Semarang. Journal of Business Administration (JAB).
Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of business research, 59(7), 866-875. https://doi.org/10.1016/j.jbusres.2006.01.021
De Oña, J., de Oña, R., Eboli, L., Forciniti, C., & Mazzulla, G. (2016). Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction. Transportmetrica A Transport Science, 12(5), 385-412. https://doi.org/10.1080/23249935.2016.1146365
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169-180. https://doi.org/10.1016/j.jairtraman.2017.12.008
Ferdani, AR, Wahab, Z., Shihab, MS, & Widiyanti, M. (2020). Effect of Service Quality, Tariff Perception and Brand Image Toward Customer Satisfaction. International Journal of Social Sciences, Vol. 3 (1).
Fiazisyah, A., & Purwidiani, N. (2018). Pengaruh Kualitas Produk, Harga, dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Restoran Cepat Saji Kfc Basuki Rahmat Surabaya. Jurnal Tata Boga, 7(2).
González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of business research, 60(2), 153-160. https://doi.org/10.1016/j.jbusres.2006.10.014
Kariman, A., Wahab, Z., Shihab, M. S., & Natalisa, D. (2022). The effect of E-CRM on customer loyalty with customer satisfaction as a mediation variable: Study of users of BNI Direct South Sumatra. International Research Journal of Management, IT and Social Sciences, 9(3), 375-385. https://doi.org/10.21744/irjmis.v9n3.2089
Keloay, G., Rumawas, W., & Asloei, S. (2019). The Effect of Product Quality, Price and Service Quality on Consumer Satisfaction at Restaurant Dabu-Dabu Iris Fresh Wenang Manado. Journal of Business Administration (JAB), Vol. 8 (2) (ISSN: 2338-9605).
Kotler, P., & Armstrong, G. (2015). Marketing an Introducing Prentice Hall. England: Pearson Education Inc.
Kotler, P., & Keller, KL (2016). Marketing Management (15th ed.). Pearson Education, Inc.
Kotler, P., & Keller, KL (2021). Marketing Management Digest . Yogyakarta: Andi.
Maimunah, S. (2019). The Influence of Service Quality, Price Perception, Taste on Consumer Satisfaction and Consumer Loyalty. Journal of Economics and Business, Vol. 1(2) (ISSN: 2622-6367).
Malik, M. E., Ghafoor, M. M., & Hafiz, K. I. (2012). Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector. International journal of business and social science, 3(23).
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International journal of hospitality management, 18(1), 67-82. https://doi.org/10.1016/S0278-4319(98)00047-4
Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer services, 21(2), 118-129. https://doi.org/10.1016/j.jretconser.2013.07.002
Özer, A., Argan, M. T., & Argan, M. (2013). The effect of mobile service quality dimensions on customer satisfaction. Procedia-Social and Behavioral Sciences, 99, 428-438. https://doi.org/10.1016/j.sbspro.2013.10.511
Putra, I. D. P. Y. A., & Yasa, N. N. K. (2021). Effect of justice perceptions on customer satisfaction and loyalty. International Research Journal of Management, IT and Social Sciences, 8(4), 267-281. https://doi.org/10.21744/irjmis.v8n4.1884
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Segoro, W. (2013). The influence of perceived service quality, mooring factor, and relationship quality on customer satisfaction and loyalty. Procedia-Social and Behavioral Sciences, 81, 306-310. https://doi.org/10.1016/j.sbspro.2013.06.433
Shi, Y., Prentice, C., & He, W. (2014). Linking service quality, customer satisfaction and loyalty in casinos, does membership matter?. International Journal of Hospitality Management, 40, 81-91. https://doi.org/10.1016/j.ijhm.2014.03.013
Sofyan, C., Sepang, J., & Loindong, S. (2019). Pengaruh Kualitas Pelayanan, Harga Dan Lokasi Terhadap Kepuasan Konsumen Pada Wht’S Up Café Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 7(3).
Tjiptono, F., & Chandra, G. (2019). Service Quality & Satisfaction. Edition 5. Yogyakarta: Andi.
Tjiptono. (2015). Marketing Strategy . (4th ed.) Yogyakarta: Andi.
Published
How to Cite
Issue
Section
Copyright (c) 2022 International journal of business, economics & management
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Articles published in the International Journal of Business, Economics & Management (IJBEM) are available under Creative Commons Attribution Non-Commercial No Derivatives Licence (CC BY-NC-ND 4.0). Authors retain copyright in their work and grant IJBEM right of first publication under CC BY-NC-ND 4.0. Users have the right to read, download, copy, distribute, print, search, or link to the full texts of articles in this journal, and to use them for any other lawful purpose.
Articles published in IJBEM can be copied, communicated and shared in their published form for non-commercial purposes provided full attribution is given to the author and the journal. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
